stonelion
map-marker Santa Clara, California

Rock Bottom Golf - Late Shipment, No Mercy

I ordered a travel bag for my clubs for an upcoming trip out of state. I ordered it four days before my departure and paid for 2-day delivery. It didn't show up until the afternoon of the day I was to fly out, but that was of no use to me since my flight was at 6 AM. My whole trip was ruined because I couldn't take my clubs. I related my disappointed and told them I expected AT LEAST a full refund of the shipping costs I paid but all they would do is refund me $3.99. Real nice customer relations building there! What a bunch of dirtbags.
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4 comments
Guest

You may have ordered the bag on a Monday for your trip on Thursday. You could have ordered it in the afternoon as i do with most of my purchases.

The order was processed on Tuesday and placed for pick up with the post service Tuesday Afternoon.

Two days later it arrived on Thursday Afternoon. Sorry it ruined your trip, but from a 10,000 foot level it seems like good service to me!

stonelion

Dear Captain Oblivious and other haters - if you pay for two day shipping and you're guaranteed delivery in two days, then what does it matter when you order the thing as long as you've got more than two days before you need it? And for your information, it was shipped to my office near the airport so I stopped by at 5 AM on the way to catch a plane fully expecting the bag to have been delivered the day before as promised.

It wasn't.

How was I supposed to get another bag at 5 in the morning? HUH ***?

Anni Yoh

you could have taken your clubs in a different bag. just saying.

Jaime Nqb

Good Morning "Stonelion",

My name is Jamie Seguss, I'm the customer service manager at Rock Bottom Golf. First off let me sincerely apologize for any frustrations you have encountered. I will be MORE than happy to investigate this for you and if we had a delayed shipment also investigate that.

My goal is to turn your into a SATISFIED customer, the last thing we want is you to be upset as you clearly are. We strive to provide excellent items as well as excellent customer service.

I'm sure I can look into this & if we were at fault in anyway resolve this so you are happy with this purchase.

I ask for you to email into Scratch@rockbottomgolf.com, in the subject line put in your order # and attn: Jamie, if you note you are the customer from PissedConsumer.Com with the details of your frustrations & order number I'll be sure to look into it ASAP for you.

I will also look into the shipping rates, if a CS Rep offered you a refund of 3.99 I'm going to assume that is the rate you paid in shipping when we had the 3.99 shipping promo. Therefore that would be a full shipping refund, however with that said, I will be more than happy to look into that for you.

Sincerely,

Jamie

Rock Bottom Golf

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tiger H
map-marker Melbourne, Victoria

WORST COMPANY, DO NOT DEAL WITH THEM

Rockbottom Golf must be the worst Company of all time...and the customer service is shocking!!!! I am still waiting for an response from Josh which is nearly 10 days and counting!!!

This Company does not care about the consumer at all, trust me to say it is not worth the hassle to deal with them. In Australia there is a great company called THE GOLF CLEARANCE OUTLET prices are great and you can check the quality of the clubs!!!! Talking about quality, the clubs that i got were disgraceful; scratches, paint damage, dents, scratches on club faces shafts scratches, ETC. According to them, this is acceptable!!!!!

any one who wants to see the quality of these clubs can do so if you email me at thollway@***.com I will gladly send you pics. Do not think I am taking this sitting down...I will be speaking with a lawyer!!!!

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4 comments
Guest

Ive personally had to deal with the customer service department on a couple occasions. They took care of everything promptly for me, overnighting things on multiple occasions.

Sounds like the issue was more of an international thing.

I know it seems easy to just click and order a club, but think of all the policies and logistics that go into running an online store. If you give them a chance they will get it right

Guest

Okay everything is sorted out, got my full refund and Jamie the Manger from Rockbottomgolf actually was quite helpfull,and is determined to fix up customer service problem! All in all im happy with the outcome, and i am willing to give this company a second chance, maybe i was a little harsh on them!!!!

Thanks, Jamie

Guest

I disagree with such a general warning about RBG. I myself have dealt with RBG on more than one occasion, as have friends of mine, and I can assure anyone reading that the company doesn't deserve such a general criticism for people to stay away. You may have had an issue personally, but my friends and I have had multiple dealings which resulted in our complete satisfaction because of extremely fast and secure postage, and equally pleasing prices every time.

Jaime Nqb

Good afternoon Thollway,

My name is Jamie Seguss, I'm the Customer Service Manager here at Rock Bottom Golf. First off, I want to deeply apologize for any frustrations you have encountered & let you know, in the future to please contact me directly. I will ensure ANY problems are resolved timely & properly. My contact information will be below for you to view.

I would like to take an issue to address your issue. I see that you ordered four clubs & per your emails to us they were damaged. I show you contacted us informing us of the issue & Josh handled your case. Due to you being international it was a tad more difficult to figure out what the issue was (for example we had to have you send pictures showing the damage & communication via email) and that is the reason why the emails between you & Josh took time. I do apologize for that.

With the above said, we did refund you in full for all four clubs & those clubs are also still in your possession. Josh informed you the refund would be done ASAP & you responded thanking him. I can verify the refund was processed and if it hasn't posted to your account yet it will be any day now (depending on your bank & how long they take to transfer the funds). If you would like the Refund Transaction Details simply email me to the below email address & I will be more than happy to provide that to you.

I will carefully comb through the communications that took place between you & Josh, after Josh & I will have a meeting discussing the course of events in your case.

My goal is to keep you a happy customer and provide excellent customer service therefore, again, if you EVER have ANY problems in the future please direct them to me & I will ensure it is handled properly.

Sincerely,

Jamie Seguss

CS Manager

Rock Bottom Golf

jamie@rockbottomgolf.com

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wrmamola
map-marker Chicago, Illinois

All I want is a replacement club

I have purchased a few items in the past and they were acceptable. Now my last order was an Adam's Tight Lies #3 wood. The package came and I put the club in my bag for play. I used it once and then noticed that the shaft had two areas that there was no finish on. I contacted Rock Bottom Golf and they sent me out a return label and they have to inspect the club...This is brand new. I emailed them back to inform them that I no longer had the carton it came in. Now it has been 6 days, no reply. What can I do to get a replacement???????? Wayne M.
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vidya Elp
map-marker Midland, Texas

Worst company on the planet shipping wrong item

I placed an order for golf ball at 5.57p.m. central time, which was clearly after their cut off time 6p.m. eastern.When I got the order confirmation I noticed they had wrong item in the order.This was within minutes, I kept calling them, I kept sending them emails,requesting them to correct my order, but could not contact them.I kept checking the status of the order, and nothing was done, so I kept sending them emails.The idiots finally emailed me to tell me that the order was already shipped.This is a scam company,not consumer friendly,and lairs.I will seek legal action.
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3 comments
Guest

This woman is cleary a huge pain in the a.. i feel sorry for those around her on a daily basis which at this point is probably nobody.

Rock bottom has always been great for years and years. I only wish i wasnt in VA so i could avoid sales tax hah.

Guest

Looked at these comments before I ordered. Decided to take a chance as I like a bargin.

I ordered on Sunday 6th Nov 2011 and Received the items, all of wich were exactly what I ordered on Wednesday 9th Nov 2011. You may be wondering what's so good about that, well I live in Scotland..Great service, great goods and Fantastic prices.

David Leslie

Jaime Nqb

Good Morning Vidya,

I am terribly sorry you placed an incorrect order. We did not ship you the wrong thing, we shipped you exactly what you ordered.

We are an online business. Our customer service business hours are M - F 9a-6p EST. I can assure you your communications to us was replied to within our promised 4 business hours & if you would like to provide me with your order number or even last name I can pull those records now. Unfortunately since you are commenting through here it's anonymous therefore I cannot look up your order nor communications from us.

Our shipping process is automated. Therefore as soon as you place your order it could start the picking / packing / shipping process EVEN if it is after the Noon EST shipping cut-off time. MOST customers are extremely happy with this because that means they get their shipment in record time. However from time to time there will be customers such as yourself who are unhappy because they made a mistake.

Our return policy is clearly written on our website. From your comment I gather the CS Rep you spoke to gave you the standard return policy response. Again, this is the return policy however as a good faith gesture I am more than willing to waive the mandatory restocking fee for you. That wouldn't be a problem at all however you bashing our company when we did nothing wrong is not really necessary.

If you were upset then you should of requested to speak with the manager, which is me. I would of been more than willing to get this resolved for you quickly.

We do completely understand mistakes happen, and I am understanding that you simply made a mistake with your order by ordering the wrong item. However you must realize that we ship orders out extremely quick. Once the order is Picked / Packed & on the truck we cannot stop that shipment. Therefore the CS rep that replied to you gave you the correct information, that you may return this if you would like per our Return Policy.

We are all humans that work here & I am 100 percent positive you received a response from a "human" as we do not have automated responses that are automatically replied too. Each & every email response comes from an actual human sitting at a desk taking care of the customers.

If you do not wish to resolve this through myself that is fine & I will be more than willing to speak to your credit card company to explain what happened & get this resolved. If you do wish to resolve this through myself then simply email into scratch@rockbottomgolf.com & in the subject line put Attn: Jaime, in the body clearly write the order number and the issue. I will then know the email is from you & be able to work with you quickly to get this resolved.

The choice is up to you. My goal is to make you happy & to keep you as a customer however if you feel it necessary to post these false posts about us, speak to your lawyer when we did nothing wrong & slander us then I cannot stop you from doing that.

I will leave the decision up to you but please know I am more than willing to get this resolved for you, to investigate & verify your communications to us were responded to within the promised 4 business hours, and lastly to get you set up with a RA to return this order for a refund (again, as a good faith gesture to waive that restocking fee).

Please let me know, I do hope we can resolve this amicably.

Sincerely,

Jaime

Rock Bottom Golf

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vidya Elp
map-marker Midland, Texas

Total scam,do not order from this company

Worst company .They are a scam,will send you wrong products and then *** you into buying another product to waive the restocking fee.Next thing you will have a headache trying to get your refund,you will be dealing with no live human being.If they do not give me my refund,I will dispute it with my credit card company and take legal action against them.I want to teach them a lesson, so they stop their scam,or go out of business.I am already talking to a lawyer.They lie in their emails.They are thieves.
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1 comment
Jaime Nqb

This is the same customer from the previous response so I am going to paste my previous response to you here as its the same customer & same order, just a duplicate post by the user.

Good Morning Vidya,

I am terribly sorry you placed an incorrect order. We did not ship you the wrong thing, we shipped you exactly what you ordered.

We are an online business. Our customer service business hours are M - F 9a-6p EST. I can assure you your communications to us was replied to within our promised 4 business hours & if you would like to provide me with your order number or even last name I can pull those records now. Unfortunately since you are commenting through here it's anonymous therefore I cannot look up your order nor communications from us.

Our shipping process is automated. Therefore as soon as you place your order it could start the picking / packing / shipping process EVEN if it is after the Noon EST shipping cut-off time. MOST customers are extremely happy with this because that means they get their shipment in record time. However from time to time there will be customers such as yourself who are unhappy because they made a mistake.

Our return policy is clearly written on our website. From your comment I gather the CS Rep you spoke to gave you the standard return policy response. Again, this is the return policy however as a good faith gesture I am more than willing to waive the mandatory restocking fee for you. That wouldn't be a problem at all however you bashing our company when we did nothing wrong is not really necessary.

If you were upset then you should of requested to speak with the manager, which is me. I would of been more than willing to get this resolved for you quickly.

We do completely understand mistakes happen, and I am understanding that you simply made a mistake with your order by ordering the wrong item. However you must realize that we ship orders out extremely quick. Once the order is Picked / Packed & on the truck we cannot stop that shipment. Therefore the CS rep that replied to you gave you the correct information, that you may return this if you would like per our Return Policy.

We are all humans that work here & I am 100 percent positive you received a response from a "human" as we do not have automated responses that are automatically replied too. Each & every email response comes from an actual human sitting at a desk taking care of the customers.

If you do not wish to resolve this through myself that is fine & I will be more than willing to speak to your credit card company to explain what happened & get this resolved. If you do wish to resolve this through myself then simply email into scratch@rockbottomgolf.com & in the subject line put Attn: Jaime, in the body clearly write the order number and the issue. I will then know the email is from you & be able to work with you quickly to get this resolved.

The choice is up to you. My goal is to make you happy & to keep you as a customer however if you feel it necessary to post these false posts about us, speak to your lawyer when we did nothing wrong & slander us then I cannot stop you from doing that.

I will leave the decision up to you but please know I am more than willing to get this resolved for you, to investigate & verify your communications to us were responded to within the promised 4 business hours, and lastly to get you set up with a RA to return this order for a refund (again, as a good faith gesture to waive that restocking fee).

Please let me know, I do hope we can resolve this amicably.

Sincerely,

Jaime

Rock Bottom Golf

Dave Qoy
map-marker Tyler, Texas

Rockbottomgolf

Just have to say I do not know the company these complaints are against. Rockbottomgolf has been great to work with and I have purchased over a thousand dollars worth of equipment from them in the last year. Always on time, always what I ordered, always friendly and quick to reply. If you order on eBay , you have no return ability. Have to say, RBGolf has worked well for me. I even found Hogan Sureout wedges that I played with on my college golf team and you cannot find them anywhere. Great company with great deals ! I would not hesitate to use them !
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Loss:
$1
gbamgolfer M
map-marker Green Bay, Wisconsin

Rock Bottom Misrepresents Clubs

I purchased an Adams Hybrid From Rock Bottom Golf last year. It was advertised as a regular flex shaft. The ball flight was not as it should be with that flex. I had it frequency tested and it tested as a soft Senior Flex. I had the club reshafted on my own. I contacted them and they just kept blowing me off saying there was nothing they could do about it. Then they implied that it was Adams fault and they couldn't do anything. These guys have no customer service. As soon as it ships, you are just a *** in the wind...they don't care! I will never buy anything from Rock Bottom Golf again. They are is this business to make money at everybody elses expense.
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3 comments
Guest

:cry :cry :cry

barry = :roll

aaron = 8)

Guest

Aaron...I see where you're coming from but RBG should know what they are selling. It was advertised as one thing and ended up being something else....do you see my point? Don't defend RBG for lying!

Guest

Anyone who knows enough to have a shaft frequency tested should know that:

a) This club was shafted from the manufacturer, RBG has nothing to do with it.

b) Shaft ratings are BS, they vary by make/model and can be WAY off your expectations. Try before you buy.

c)The shaft should have markings/stickers on it with the alleged flex rating. If it read "Stiff", you really can't have any gripes with the seller.

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RMC C
map-marker New York, New York

Rock Bottom Golf

I have ordered from RBG 5 times over the last 7 months. I have had nothing but great service at great prices. I have ordered golf balls, clubs, wind breakers and sunglasses. Ok, they don't have the selection that Golfsmith or Golf Galaxy has and mostly last yr's models.. If you want the latest greatest stick to the other sites. If you want to play new equipment and pay less order from here. Rob Case FYI- I only know one person that actually gets a new set of irons every year and needs to have the latest greatest clubs and fashion..
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Anonymous
map-marker Albany, New York

Horrible customer service.

Ordered 3 size medium shirts. Two were OK, not exactly as described but acceptable, but the third had a neck size way larger than normal for a size Med. It was apparent that a wrong size collar had been sewn on at the factory and the shirt was a 'factory second'. Rock Bottom said there are no returns on anything related to size without a substantial restocking fee. Basically - you buy it, you own it. Every reputable company, especially online, allows a defective product to be returned if unused. This company DOES NOT stand behind their products. Save your money and buy from an honest company.
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Loss:
$14
2 comments
Jaime Nqb

Good afternoon,

My name is Jamie Seguss & I can assure you if something is damaged or defective in anyway we stand behind & honor the warranty on that item. Unfortunately sizing does run differently from brand to brand and we do encourage buyers to know the brands sizing structure prior to buying online to prevent this from happening.

With that said, we would still happily accept a return if the product is unused. I can also have the restocking fee (this is noted on our site that we charge a restocking fee) waived for you as a good faith gesture. I would like to stress though, if an item is defective & under warranty we do not charge any restocking fee and we also provide the customer with a pre-paid label to return the defective item.

If this is simply a sizing issue, meaning the brand runs differently than other brands, we will also accept that as a return but it would be categorized as a voluntary return.

My goal is to have happy and satisfied customers. We want to keep you as a loyal Rock Head and definitely do not want to lose your business over a sizing issue. If you would like for me to issue you a RA # to return the shirt, again I will be more than happy to waive the restocking fee, please email into scratch@rockbottomgolf.com & in the subject line put Attn: Jaime. If you reference this communication string I will know what it is regarding & get you all squared away ASAP.

Sincerely,

Jaime

Rock Bottom Golf

Guest

I also have had terrible service from rockbottom golf, they are horrible, stay away, i got woods from this company, all were scratched, paint defects, dents on the heads, totally not genuine clubs, sent numerous emails, they dont care, they are happy to take money and thats it!!!! STAY AWAY

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duke Dam
map-marker Byron, Illinois

Sent wrong and defective items

Rockbottom golf sent the wrong colored golf bag then said they would send the correct order out right away, of course this did NOT happened. After several emails to the company I still have not received the correct bag and now it's been almost 1 month!! Also, I ordered a skycaddie mount for my golf push cart and received an opened box and the mount was broken. Sent this back and now it's been 3 weeks and have no idea what is going on with it. Hope others have better luck with this company, but I will never order from them again!!!!!!
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Loss:
$240
Anonymous
map-marker Honolulu, Hawaii

Screwed up my orders twice

1st time I tried to order their website was down when they finally fixed it, the item i wanted was sold out & an offer for free shipping had expired. I tried again about a week later and again it did not go through, this time: 2nd time I filled out the purchase order form , then they said my shipping address &credit card address did not match. I have made many purchases with other companies using the same shipping address and credit card &have had no problem & two days later, they cancelled my order. This time I lost out on a free item because the deadline had expired
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Anonymous
map-marker Halifax, Nova Scotia

Rock bottom golf rocks : awesome service , awesome price

ordered set of 2008 big bertha irons on sunday april 17 , 2011 . The clubs arrived in Nova Scotia , canada on thursday april 21 , 2011 . The serial number was on the 8 iron and I registered them with callaway . Had some doubts but they answered all of my e-mails and came through with flying colors. They have a huge volume of orders so a few are bound to be screwed up a little . However they attempt to correct their mistakes . you have to respond to their e-mails in order to have a mistake corrected . I will definitely be shopping there again .
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Loss:
$400
6 comments
Guest

I ordered 10 Polo shirts from them online on Friday @ noon and they arrived on the Monday at 1pm to Sydney Australia - that's quick I am very happy

Guest

I ordered a set of Tour Edge Hybrids with Senior Shafts. They arrived within 7 days here in Canada.

Everything checked out and I registered the clubs with Tour Edge who have a lifetime Warranty. I have no complaints whatsoever. Clubs are great, 100% condition. I would certainly buy from this Copmpany again.

Dont expect miracles in regard to delivery times. There can be reasons for delays, such as weather etc.

Guest

@Santini Rock Bottom Golf is in the book of top 500 internet retailers... So I don't think its that difficult to discern that their order volume would be big...

gbamgolfer M

Guess you're one of the luck ones. If I would have known more about these guys, would have never purchased from them

Guest

When you search google, they come up on the top of discount golf suppliers, so its not really difficult to discern that they have a lot of orders. Think twice before making an ignorant comment Santini.

Guest

How would you know they have "..a huge volume of orders.."? You're a bogus *** LIAR.

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chiefsrs S
map-marker Raleigh, North Carolina

Rockbottomgolf is a sham

Customer service does not exist. I purchased a wedge from them on ebay. The picture in the descriptiold not give me a returnn was incorrect and I clicked on the wrong wedge.I am more than willing to bue correct wedge but want to return the wrong wedge. againem Rockbottom did not care and sent me a form letter saying that they would not provide me a return. It is their policy that all purchases are final and too bad for me. This is not good customer relations and a poor way to run a compan. Buyer beware, I will never do business with them again.
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Loss:
$49
biff B
map-marker Rochester, New York

Rock Bottom Golf - Got Empty Box

Not happy. Told it was my fault. Sure it is. Told to contact Visa to get my money back. Great Service. I wanted to to to a manager. Told no one in charge was working. Asked to talk to president. Told he was in Lake Placid skiing. Did not run the company day to day. Absent owner. It shows. I am sick of the run around. No one in charge. No one cares. Who runs this place. You can bet the warehouse people are taking items and sending out empty boxes. Now I have no product. So it is my problem.
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1 comment
Jaime Nqb

Good Evening,

I’m the Customer Service Manager here at RockBottomGolf.Com, I sincerely apologize for any frustrations you have encountered with us. I want you to know that it's my sole mission to resolve this matter to your satisfaction as soon as possible. Please know, whatever it takes, I’m here to make things RIGHT with you. We care deeply for ALL of our customers & will do whatever it takes to keep them happy!

In order to do this I need some information from you so I can identify the order effected. If you would, please contact me directly at Jamie@rockbottomgolf.com with your order number and / or email address the order was placed under I will begin an immediate investigation.

I gather that a FedEx Claim was filed by our customer service department & FedEx denied the claim stating all items were delivered in tact. Then in turn we recommended you contact your financial institution regarding this due to the claim being denied. I assure you that all of my customer service representatives have never been instructed to turn away a customers request to speak to a manager as I'm always open & more than willing to speak with my customers. Furthermore, the owner of the company is very much involved with the daily practices of Rock Bottom Golf. With that said, I would like to know the represenatives name you spoke with. If you could please include that in your email to me it would appreciated. In no way is that type of response tolerated & immediate action will be taken to ensure it never happens again.

Again, my sole purpose and responsibility here is to make this situation right for you to the best of my ability. I would love at the end of this to turn you into a LOYAL FAN & long-time customer RockBottomGolf.Com!

Respectfully yours,

Jamie

CS Manager

Rock Bottom Golf

Jamie@rockbottomgolf.com

Anonymous
map-marker Fairfield, California

Lost order, but got my money

This company could not find my order, but they had no trouble taking payment from my credit card. I ordered a full set of golf clubs, and paid $39.00 for the delivery, which made the deal just ok at best. Clubs to be delivered within six days. Two and three days later I check my order, no record of my order comes up. But my charge to my credit card was taken the same day ordered. Always check for complaints before you do business like this, that was my mistake. I had seen this company before, thought they are here for long time, thats good right, well maybe not. I still cannot get an answer to where my order is, its a mystery I guess. Charles and not happy
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1 comment
Jaime Nqb

Good Morning Charles,

I would like to personally apologize for any frustrations you've encountered with us. I would love to assist you & get this matter resolved for you ASAP. In order to do that I will need more information from you so I can identify what order is yours.

If you could, please reply back to this post or to my personal work email jamie@rockbottomgolf.com with the order number or email address this order was placed under. Upon receipt of that I will begin an immediate investigation into this matter.

Sincerely,

Jamie Seguss

Rock Bottom Golf

www.rockbottomgolf.com

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